Service requests are frequent in utility companies and can sometimes get overwhelming. Utility companies have provided electricity for decades, but there is significant room for improvement in the service request department if one makes a fair analysis. Manual handling of requests, lengthy service request form for utilities, and inefficient processes frustrate customers and lead to unnecessary delays.
Today, 62% of utilities say improving customer experience is what they want to focus on. The best way to do that is using QR code forms. Real-time data and swift resolution of service requests poise utility companies to save costs and make customers happy.
Let’s understand how streamlining the service request form with QR code forms can make customers more satisfied than ever.
What is a service request?
A service request in the context of utility companies means a communication from the customer to the company regarding a specific service requirement. Following are some of the issues that will help you to understand what is a service request:
- • Requests for new connections, disconnections after moving places, temporary service suspension for renovation or other causes.
- • Customers also make service requests when their meter malfunctions to get it repaired as soon as possible.
- • Sometimes, customers have concerns about the accuracy of their meter readings or need help submitting them.
- • Discrepancies or inaccuracies in the bills can prompt customers to make a service request for adjustment or clarification of charges.
- • Customers can also request an upgrade to their current plan or an inspection of their meter.
From paper to QR code forms
Gone are the times when utility companies had to rely on lengthy paperwork to get things done. Customers would need to call the company or fill in a lengthy service request form for utilities, which was time-consuming and produced a lot of paper waste.
The requests must be diverted to the concerned department for accurate resolution, another step in this complex process. Consumer expectations have changed significantly since COVID-19, with 68% expecting the company to have a more extensive digital footprint.
Modern technology like utilities QR Code has resulted in a significant shift in service delivery. Utility QR codes now allow customers to submit their requests online for easier tracking, offering quick resolution and reducing the amount of paperwork. This transition from traditional paperwork to a digital framework has been a turning point for the energy industry and will continue to change how utilities resolve issues.
What is form QR code?
Form QR code is the digital version of the traditional paper form used by utility companies for receiving and analyzing service requests. They have predefined fields or boxes that customers fill in with their accurate information and send to utilities. Usually, the information boxes are about names, addresses, service types, and the like. These forms are designed using a modern form creator with QR capabilities.
The service request form for utilities allows for efficient request processing. They’re also more secure than their paper counterparts, ensuring every service request reaches the utility without compromising user privacy. Given their convenience and efficiency, it is no wonder they have become the go-to choice for many utilities that want to streamline their data collection process.
Benefits of using service request form for utilities
Implementing QR service request forms for utilities can bring several benefits, from enhancing operations to improving customer satisfaction. Exploring the details and understanding how these benefits work and reshape the utility-customer relationship is crucial.
Operational streamlining
One of utility companies’ most significant challenges is managing several service requests timely and efficiently. That’s a problem Form QR code can resolve by streamlining operations. Customers can simply tap a button and request a service from their smartphone. They don’t have to call the company and arrange elaborate paperwork, which results in faster service response times.
Enhanced customer satisfaction
Instead of filling out loads of physical papers, customers can now simply scan the QR code to open an online service request form and fill in the required entries. It ensures a customer-friendly and technologically enhanced request mechanism that customers can perform anywhere, at any time. Customer satisfaction is so critical that 81% are willing to pay more for a better experience.
Imagine that a customer is already occupied when moving places and just needs to click a few times on their smartphone to make a request. Customers and companies both win in this scenario, resulting in a significant improvement in service quality.
Cost control
Google Form QR Codes are great for reducing the paperwork utilities that the customers have to deal with and minimizing costs to enhance the bottom line. By switching to a digital solution, utilities don’t need to print loads of paper that might not even be fully used.
There is no such problem with QR forms because you can create as many copies of your digital forms as you like without spending a single penny. Utilities can analyze how much money they can save by switching to a digital service request platform.
Improved data security and compliance
Like any other company, utilities must adhere to the government industry standards and regulations. It is not just about following some standards. Business success depends on how much it takes data security and other industry standards seriously. A data breach costs a company $4.45 million on average, a significant number.
Using a QR service request form for utilities is a step in the right direction because it protects user data by eliminating paperwork that could get lost or damaged in transit. Similarly, when utilities implement strict security protocols for their QR forms, they prevent hacking and other unauthorized access. They can instantly access all the service requests, user activity, and more to meet regulatory standards.
QR code deployment strategies for utilities
QR codes offer many benefits for both customers and utility companies, but their successful implementation requires careful consideration. So, let’s discuss some solid QR code deployment strategies for utilities:
User adoption
The educating users about this development is imperative if a utility company is adopting QR code forms. Channels like social media and email newsletters can help utilities get the word out to clients.
Getting user feedback through surveys and focus groups is equally important to know their challenges. After getting the input, utilities should analyze it and modify their service accordingly.
Testing and training
Run the QR codes and their forms through multiple tests to ensure they work and integrate with the current system perfectly. For instance, utilities should test their codes across various devices, such as smartphones, tablets, and operating systems. Similarly, they should test the performance of their system on both WiFi and cellular networks for an accurate assessment.
The customer care department should also receive relevant training regarding the QR system. They should thoroughly understand how QR codes work and the details of the form. They should also be able to troubleshoot relevant issues resulting from form submissions and use QR code data to enhance customer interactions.
Integration with the current system
Before switching to the QR service request form for utilities, companies rely on the traditional request system of calls and paperwork. It is critical that the new system integrates perfectly with the older one and that customer information like account details and addresses are populated correctly in the QR form.
When a customer makes a service request, it should automatically alert the CRM system so that the utility company and the customer get real-time status updates.
Security concerns
Utility companies handle a lot of customer data, so they must be vigilant regarding protecting private user information. Utilities should implement robust HTTPS protocols to protect data transmission between QR codes and the utility’s servers. Since encryption scrambles information, unauthorized parties cannot read or comprehend it.
The following rules and regulations, such as GDPR (General Data Protection Regulation), ensures secure data handling. With that, utilities should communicate to customers how they collect, store, and use their data in a detailed privacy policy. It builds trust and transparency among both parties and ensures customers trust the utility company with their data.
Enter a new era of handling service requests using QR codes
Utility companies serve millions of customers worldwide, which means they have to handle thousands of service requests. Manual handling is no longer the right approach, as it requires extensive resources and achieves way less than what modern technology can. Today, QR code solutions can completely change how utility companies handle customer service requests.
Customers who need to fill out an extended service request form for utilities can simply use digital forms to make service requests and get work done quickly. To process digital service requests efficiently, utility companies should use a quality form builder like Form QR Code. Users can easily scan the QR codes using their smartphones, which means quick and easy access to service request forms.
As a result, utility companies are instantly notified who requires service at a particular location. So, start using form builder for service requests today and generate effective QR codes for your utility company.